Privacy policy

1. WHO ARE WE AND WHAT DO WE DO?

This privacy policy is provided by Park Plaza Hotels (UK) Services Ltd, (“PPHE Hotel Group”) a company registered in the United Kingdom with company number 06255890 and whose registered office is at County Hall - Riverside Building 2nd Floor, Belvedere Road, London, England, SE1 7GP (“PPHE” "we", "us" or "our"). For more information,

The term “PPHE Hotel Group” shall include Park Plaza Hotels Europe B.V. 34178306 and whose registered office is at Motion Building 9th Floor, Radarweg 60, 1043 NT Amsterdam, The Netherlands and every other company which from time to time is or becomes a subsidiary or holding company of those companies or a subsidiary of any such holding companies (and the terms “subsidiary” and “holding company” shall have the meanings given to them by Section 1159 of the Companies Act 2006). A list of the entities which make up the PPHE Hotel Group from time to time is accessible by contacting PPHE Hotels (UK) Services Ltd.

Park Plaza Hotels Europe B.V., Park Plaza Hotels (UK) Services Ltd or the relevant member of the PPHE Hotel Group which operates the Site or performs the Services is the data controller responsible for your personal information. In relation to some of your personal information which we process we may be considered a joint data controller or data controller in common with a third party.The UK Information Commissioner’s Office is the Lead Supervisory Authority for the data processing carried out by PPHE Hotel Group.

2. PURPOSE OF THIS POLICY

This privacy policy (“Privacy Policy”) explains our approach to processing any personal information that we might collect from you or which we have obtained about you from a third party and the purposes for which we process your personal information. This Privacy Policy also sets out your rights in respect of our processing of your personal information. For more information show more.

Please take a moment to read and understand this Privacy Policy. Please note that it should be read in conjunction with our Website Terms of Use and Cookie Policy.

Please also note that this Privacy Policy only applies to the use of your personal information obtained by us, it does not apply to your personal information collected during your communications with third parties.

3. HOW TO CONTACT US?

If you have any questions about this Privacy Policy or want to exercise your rights set out in this Privacy Policy, please contact us by:

• sending an e-mail to [email protected]; 
• writing to us at Park Plaza Hotels (UK) Services Ltd, County Hall - Riverside Building 2nd Floor, Belvedere Road, London, England, SE1 7GP.
• Calling +44 (0)20 7034 4800 and asking to speak with the legal team regarding our privacy policy.

4. WHAT PERSONAL INFORMATION DO WE COLLECT AND HOW DO WE USE IT?

We use your personal data for a range of purposes set out below in more detail however our primary uses are as follows: (i) to perform the Services; (ii) to help us improve our Sites and/or Services and develop and market new Services; and (iii) to comply with any applicable law, court order, other judicial process, or the requirements of a regulator.

In particular, we use your personal information for the following purposes:

• To deliver our Services. For more information click here.

  We collect and maintain personal information that you voluntarily submit to us during your use of the Sites and/or our Services. We use the contact, identification and payment details you have provided to us so that we can fulfil the supply of Services you have booked via our Sites, through third party, by phone through call centres operated for us or on our behalf or via in-person bookings, this may use of information such as your name, title, address, previous stay information, service preferences, telephone number, gender, nationality, passport number, date and place of issue of your passport, payment information including credit card details and CVV code, flight details, names of other guests on the booking, room preferences, notes provided by you voluntarily, and preferred communications methods. We also receive information from third party entities and sites including but not limited to our affiliates including Radisson Hotel Group (including Radisson Hotel Group franchisees), travel agents, social media sites, Arena, third party booking websites/agents/intermediaries, meeting and event planners, restaurant and spa booking services which we will use for those purposes. This includes verifying your identity, contacting you in respect of hotel reservations and processing your reservation and booking payment.

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• To communicate with you by way of our newsletter and to provide you with selected business information. For more information click here.

  We collect and maintain personal information including your name and contact details so that we can communicate with you via our newsletters and to provide you with information and benefits relating to the operation of our Services and related promotions and offers.

  What is our legal basis?
  It is in our legitimate interest to use your personal information to communicate with you in this way.

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• To address your enquiries and provide customer service support. For more information click here.

  Where you enquire about our Services, or require customer support in respect of our Services we may collect personal information about you. Our Sites and hotels use various user interfaces to allow you to request information about our Services or to make enquiries. Contact information may be requested in each case, together with details of other personal information that is relevant to your customer service enquiry. This information is used in order to enable us to respond to your requests.

  Who do we share your personal information with for this purpose?
  We may use a third party service provider including but not limited to Medallia Inc. who provide guests with optional post-stay surveys to assist us with customer feedback requests.

  What is our legal basis?
  Depending on the nature of your enquiry or request the legal basis for us to process such personal information will either be because: (a) processing is necessary to perform our obligations in accordance with any contract that we may have with you; and/or (b) because it is in our legitimate interest to use your personal information in such a way to ensure that we provide the very best customer service we can to you; and/or (c) where you have consented to such processing.

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• To improve our Sites and Services. For more information click here.

  From time to we will contact you to invite you to provide feedback about our Services in the form of online, postal or in-hotel surveys. We use this information to help us improve the quality of Service provided by our staff and in our hotels.

  Who do we share your personal information with for these purposes?
  We may use a third party service provider including but not limited to Medallia Inc. to assist us with customer surveys and feedback requests.

  What is our legal basis?
  It is in our legitimate business interests to use the information you provide to us in your feedback for the purposes described above.

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• Customer insight and analysis. For more information click here.

  We analyse your contact details with other personal information that we observe about you from your interactions with our Sites and/or your use of our Services and/or that we may receive from third parties. This may include personal information such as your travel history, guest preferences, service preferences, loyalty activity, marketing preferences and dates of previous stays amount of charges for previous stays.

  Where you have given your consent (where lawfully required) we may also use “cookies” or “pixel tags” (“Tags”) and other technologies on our webpages and in our emails to collect personal information from the computer hardware and software you use. This may include:

  • a session ID to track usage statistics on our Sites and to gather information regarding your information regarding your personal or professional interests, demographics (such as your address, country of location, language of choice and gender), buying habits (such as your stay history); and
  • Tags which allow us to track receipt of an e-mail to you, to count users that have visited a web page or opened an e-mail and collect other types of aggregate information.

  Please see our Cookie Policy for further information.

  Who do we share your personal information with for these purposes?
  We may share your personal information with several third party service providers to assist us with customer insight analytics.

  What is our legal basis?
  Where your personal information is completely anonymised, we do not require a legal basis to use it as the information will no longer constitute personal information that is regulated under data protection laws. However, our collection and use of such anonymised personal information may be subject to other laws where your consent is required. Please see our Cookie Policy for further details.

  Where your personal information is not in an anonymous form, it is in our legitimate interest to use your personal information in such a way to ensure that we provide the very best Services to you and our other customers.

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• Marketing communications. For more information click here.

  We carry out the following marketing activities using your personal information:

  • Email marketing.
    We use information that we observe about you from your interactions with our Sites, our email communications to you and/or with our Services and/or your email address, to send you marketing communications by email, where you have consented to receive such marketing communications, or where we have another lawful basis to do so.

    We will abide by any request from you not to send you direct marketing materials. When such a request is received, your contact details will be “suppressed” rather than deleted, for a reasonable amount of time for legal or other compliance reasons.

    Who do we share your personal information with for these purposes?
    We share your personal information with several third party email marketing providers who assist us in delivering our email marketing campaigns to you including but not limited to Epsilon Data Management.

    What is our legal basis?
    It is in our legitimate interest to use your personal information for marketing purposes.

    We will only send you marketing communications via email where you have consented to receive such marketing communications, or where we have a lawful right to do so.

  • Social media marketing.
    We may use the following social media sites to market our Services to you: Facebook, Twitter, Instagram, YouTube and LinkedIn where you are a registered user of such services. Where you participate in our sponsored social media activities or offerings we may collect certain information from your social media account with your permission such as location information, check-in notifications, social media activities, photos, status updates and publicly available comments and friends lists. Please note that such activity is also subject to the privacy choices you have elected to make on such services.

    We may use information that we observe about you from your interactions with our Sites, our email communications to you and/or with our Services to provide you with personalised advertising on social media channels operated by Facebook using the Facebook Custom Audiences service.

    Who do we share your personal information with for these purposes?
    We share your email address with third party service providers who assist us with social media remarketing campaigns, including our agencies Dorst & Lesser B.V and DEPT.

    Your encrypted email address is also shared by us or our third party service providers with Facebook under the terms of their Facebook Customer Audiences services.

    What is our legal basis?
    Where your personal information is completely anonymised, we do not require a legal basis to use it as the personal information will no longer constitute personal information that is regulated under data protection laws. However, our collection and use of such anonymised personal information may be subject to other laws where your consent is required. Please see our Cookie Policy for further details.

    Where your personal information is not in an anonymous form, it is in our legitimate interest to use your personal information for marketing purposes.

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• Business administration and legal compliance. For more information click here.

  We use your personal information for the following business administration and legal compliance purposes:

  • for record keeping purposes;
  • to comply with our legal obligations;
  • to enforce our legal rights;
  • protect rights of third parties; and
  • in connection with a business transition such as a merger, acquisition by another company, or sale of all or a portion of our assets.

  Who do we share your personal information with for these purposes?
  We will share your personal information with professional advisers such as lawyers and accountants and/or governmental or regulatory authorities.

  What is our legal basis?
  Where we use your personal information in connection with a business transition, enforce our legal rights, or to protect the rights of third parties it is in our legitimate interest to do so. For all other purposes described in this section, it is our legal obligation to use your personal information to comply with any legal obligations imposed upon us such as a court order.

  Where we share your sensitive personal information, we shall obtain your consent to do so.

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• Careers. For more information click here.

  We may collect personal information in order to consider and process any enquiries or applications regarding our employment opportunities.

  We collect and maintain personal information that you voluntarily submit to us or which we collect from third party recruitment agencies for this purpose. The information that we collect may include your name, contact details, education details, and any other information that you include on your CV, application documents and cover letter.

  You can apply for vacancies here: https://jobs.pphe.com/ Where you apply for a vacancy using LinkedIn, we may collect any information you make publicly available through LinkedIn. We may use this information in order to communicate with you about your application.

  Who do we share your personal information with for this purpose?
  We do not share your personal information for this purpose.

  What is our legal basis?
  It is in our legitimate business interests to use the information you provide to us when you apply for a job vacancy for the purposes described above.

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• Security and surveillance. For more information click here.

  We may use CCTV cameras to view and record individuals on or around our hotel premises. The images of individuals recorded by CCTV cameras will constitute personal data.

  We may use CCTV in our hotels both internally and externally. CCTV will be used to record sound in certain places. CCTV images may be monitored by authorised personnel. We will display signs within our hotels to alert individuals that there images may be recorded where CCTV is in use.

  Who do we share your personal information with for this purpose?
  We may share your personal information, recorded via our CCTV systems with the third parties as required by law or as necessary for the functioning of the CCTV security system, including law enforcement, the police, strictly necessary technical service providers and PPHE affiliates only as strictly required.

  What is our legal basis?
  It is in our legitimate business interests to use the information recorded via our CCTV systems for the following purposes:

  • for the personal safety of our staff and guests;
  • to act as a deterrent to prevent crime and protect our hotel buildings and assets from damage and crime;
  • to protect guests’ belongings against damage and crime; and
  • to support law enforcement bodies in the prevention, detection and prosecution of crime.

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• To provide services via our app, where available, online check-in, digital key, online check-out, amending upcoming reservations, for invoicing, ordering of on-site services and goods. You may choose not to use the app, and in such case the app will not process your personal data. For more information, click here.

5. HOW DO WE OBTAIN YOUR CONSENT?

Where our use of your personal information requires your consent, you can provide such consent:

• at the time we collect your personal information following the instructions provided; or
• by informing us by e-mail, post or phone using the contact details set out in this Privacy Policy or contacting [email protected].

6. OUR USE OF COOKIES AND SIMILAR TECHNOLOGIES

Our Sites use certain cookies, pixels, beacons, log files and other technologies of which you should be aware. Please see our Cookie Policy to find out more about the cookies we use and how to manage and delete cookies.

7. THIRD PARTY LINKS AND SERVICES

Our Sites contain links to third party websites and services. Please remember that when you use a link to go from our Sites to another website or you request a service from a third party, this Privacy Policy no longer applies. For more information, show more.

8. HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION FOR?

We keep your personal information for no longer than is necessary for the purposes for which we collect it and in any event for a period of no more than seven (7) years from the date of our last interaction with you.

If your information is only useful for a short period e.g. for specific marketing campaigns we may delete it.

9. CONFIDENTIALITY AND SECURITY OF YOUR PERSONAL INFORMATION

We are committed to keeping the personal information you provide to us secure and we will take reasonable precautions to protect your personal information from loss, misuse or alteration. For more information, show more.

10. HOW TO ACCESS YOUR INFORMATION AND YOUR OTHER RIGHTS?

If you have any questions about this Policy, or if you would like to submit a request for access to or change of the personal data and information that we maintain about you, please contact us at [email protected].

You have the following rights in relation to the personal information we hold about you:

• Your right of access. For more information click here.

  If you ask us, we’ll confirm whether we’re processing your personal information and, if so, provide you with a copy of that personal information (along with certain other details). If you require additional copies, we may need to charge a reasonable fee.

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• Your right to rectification. For more information click here.

  You should update the personal data held by us by contacting us directly by mail, email or by making a change during your stay or on your registration card at check-in. We encourage you to update your details as and when there is a change to them.

  If the personal information we hold about you is inaccurate or incomplete, you’re entitled to have it rectified. If we’ve shared your personal information with others, we’ll let them know about the rectification where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

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• Your right to erasure. For more information click here.

  You can ask us to delete or remove your personal information in some circumstances such as where we no longer need it or if you withdraw your consent (where applicable). If we’ve shared your personal information with others, we’ll let them know about the erasure where possible. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

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• Your right to restrict processing. For more information click here.

  You can ask us to ‘block’ or suppress the processing of your personal information in certain circumstances such as where you contest the accuracy of that personal information or you object to us processing it. It won’t stop us from storing your personal information though. We’ll tell you before we lift any restriction. If we’ve shared your personal information with others, we’ll let them know about the restriction where it is possible for us to do so. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

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• Your right to data portability. For more information click here.

  With effect from 25 May 2018, you have the right, in certain circumstances, to obtain personal information you’ve provided us with (in a structured, commonly used and machine readable format) and to reuse it elsewhere or to ask us to transfer this to a third party of your choice.

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• Your right to object. For more information click here.

  You can ask us to stop processing your personal information, and we will do so, if we are:

  • relying on our own or someone else’s legitimate interests to process your personal information, except if we can demonstrate compelling legal grounds for the processing; or
  • processing your personal information for direct marketing.

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• Your rights in relation to automated decision-making and profiling. For more information click here.

  You have the right not to be subject to a decision when it’s based on automatic processing, including profiling, if it produces a legal effect or similarly significantly affects you, unless such profiling is necessary for entering into, or the performance of, a contract between you and us.

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• Your right to withdraw consent. For more information click here.

  If we rely on your consent (or explicit consent) as our legal basis for processing your personal information, you have the right to withdraw that consent at any time.

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• Your right to lodge a complaint with the supervisory authority. For more information click here.

  If you have a concern about any aspect of our privacy practices, including the way we’ve handled your personal information, you can report it to the UK Information Commissioner’s Office (ICO). You can find details about how to do this on the ICO website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.

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11. CHANGES TO THIS PRIVACY POLICY

We may make changes to this Policy from time to time to reflect any changes to our use of your personal information or to comply with changes to law.

We may make changes to this Privacy Policy or supplement this Privacy Policy with privacy notices from time to time. For more information show more.

12. TRANSFER OF PERSONAL DATA OUTSIDE OF THE EEA

Due to the global nature of our business and that of our third party suppliers who process your personal data on our behalf, personal information we collect from you may be transferred, processed and stored overseas including (where applicable) outside the jurisdiction where the personal information is collected. For more information show more.

13. DISCLOSURES OF PERSONAL DATA

Disclosure to Internal Third Parties

We may share your personal data within the PPHE Hotel Group and some entities within the PPHE Hotel Group may provide services as processors to the controllers who are responsible for handling your personal data.

Disclosure to External Third Parties

We set out in Section 4 the purposes for which we may have to share your personal data with such third parties, and the types of third parties with whom we share your personal data. In addition we generally share personal data with third parties as follows:

• Service providers acting as processors who provide IT and system administration services.
• Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
• Regulators and other authorities, including tax authorities, acting as processors or joint controllers who require reporting of processing activities in certain circumstances.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

14. GENERAL

Children and Minors

Except where required by local laws, we do not knowingly collect personal information from children or minors. If you are a child or minor, you may only use our Site and Services with the permission of your parent or guardian.

Translations

This Policy is written in the English language and may be translated into other languages. In the event of any inconsistency between the English version and the translated version of this Policy, the English version shall prevail.

Dispute Resolution

This Privacy Policy and any issues, disputes or claims arising out of or in connection with it (whether contractual or non-contractual in nature such as claims in tort, from breach of statute or regulation or otherwise) shall be governed by, and construed in accordance with, the laws of England and Wales.

All disputes or claims arising out of or in connection with this Privacy Policy shall be subject to the exclusive jurisdiction of the English Courts to which the parties irrevocably submit.